Cust Svc Project Engineer

About the role

The Project Engineer - Cust Svc position entails assisting in planning center-level reviews, analyzing operating performance against set targets, and developing productivity target revisions due to product, service, or technology changes. The role also conducts time and methods development studies to establish standards for customer contact departments.

Essential Functions

• Develops call center procedures, workflow processes, work measurements impacting customer service worldwide.
• Develops long-range facility requirements using workload forecast and established productivity guidelines to determine size and locations of operations.
• Develops procedures and work standards for call center network operations.
• Provides productivity analysis and reports for all customer service activity.
• Develops and implements work standards and processes for other departments answering customer calls.
• Designs and develops of call center facility layouts using ergonomic standards.
• Analyzes network staffing scheduling plan in comparison to workload and call volume, and makes recommendations for changes to ensure productivity and service are protected.
• Affords assistance in training/support of coworkers.
• Researches, plans, develops and implements ergonomic and technological innovations/solutions applicable to call center environments.
• Surveys related industry practices/standards, benchmarking to determine plans.
• Develops long-range facility requirements for call center operations, to include number positions, locations, and size.
• Performs other duties as assigned.

Preferred Skills

• Supports the Customer Experience Desktop (CED) digital product as a Product Owner/SME.
• Experience gathering and prioritizing business requirements and defining user stories and acceptance criteria.
• Ability to support Agile delivery, including UAT, production checkout, release validation, and post-production support.
• Understanding of product management practices to develop product vision and strategic roadmaps.
• Understanding of customer-driven design and quality-driven methodologies.
• Strong communication, collaboration, and stakeholder management skills.
• AI and automation experience a plus.
• Salesforce Service Cloud knowledge requested; email or telephony background a plus.

Minimum Education

Bachelor's degree in industrial engineering or related engineering discipline. Related experience may offset degree requirements and related education/degree may offset experience requirements.

Minimum Experience

Five (5) years professional experience in engineering, planning or standards development for operations.

Knowledge, Skills, Abilities

• Demonstrated knowledge in engineering, planning or standards development for operations.
• Strong analytical skills.
• Computer skills.
• Communication skills.

Job Conditions

Some travel required.

Additional Details

Application Criteria/Deadline: To apply for this position, please upload your current resume and complete application by close of business day (5:00PM CST) on July 21, 2026.

Pay Transparency: The compensation listed reflects the pay range or rate of pay reasonably expected for this posted position at the posted location or locations. If this opportunity includes multiple job levels, the pay information represents the ranges for each level in that job family. Actual pay is determined by several job-related factors permitted by law and relevant to the position, including, but not limited to, experience relative to the job, tenure, market level, pay at the location for this job, performance, schedule, and work assignment.

Federal Express Corporation is an Equal Opportunity Employer including, Vets/Disability.

Reasonable accommodations are available for qualified individuals with disabilities throughout the application process. Applicants who require reasonable accommodations in the application or hiring process should contact recruitmentsupport@fedex.com.

Applicants Have Rights Under Federal Employment Laws
Know Your Rights
Pay Transparency
Family and Medical Leave Act (FMLA)
Employee Polygraph Protection Act
E-Verify Program Participant: Federal Express Corporation participates in the Department of Homeland Security U.S. Citizenship and Immigration Services’ E-Verify program (For U.S. applicants and employees only).

E-Verify Notice (bilingual)
Right to Work Notice (English) / (Spanish)